Customer Support Resolution Specialist - *Training Class - August 10th*

About the role

The Customer Support Resolution Specialist provides exceptional support to customers and internal agents by resolving escalated issues with empathy, accuracy, and professionalism. This role focuses on identifying concerns, determining effective solutions, and ensuring timely follow-through to reinforce customer loyalty. Specialists are expected to de-escalate interactions, coach advocates, and serve as subject-matter experts within a fast-paced support environment.

Responsibilities

• Identifies and resolves complex customer concerns with empathy and accuracy.
• Manages escalated inquiries with a high degree of professionalism and accuracy.
• Communicates effectively through written, verbal, and phone-based interactions with both internal and external stakeholders.
• De-escalates interactions and coaches customer advocates to improve their skills.
• Serves as a subject-matter expert within a fast-paced support environment.

Requirements

• Minimum of 3 years in a customer support or escalation-resolution role.
• A High School Diploma or equivalent required.
• Self-motivated and able to prioritize in a fast-moving environment.
• Detail-oriented with high accuracy in written documentation.
• Strong organizational skills and ability to manage multiple priorities.
• A customer-centric mindset with commitment to delivering a world-class experience.

Qualifications

• Proficient with computers and call-center phone systems, including multi-line platforms.
• Strong time management and organizational skills.
• Ability to coach and develop customer advocates during live inquiries.
• Partners effectively with other Customer Support team members and cross-functional departments.
• Provides support for department leadership and contributes to a positive team culture.

Skills

• Expert-level troubleshooting skills.
• Strong interpersonal and relationship-building ability.
• Ability to juggle multiple priorities with composure.
• Demonstrated ability to “roll up your sleeves” and take initiative in a fast-paced environment.

Benefits

At Bob’s Discount Furniture, we offer competitive medical, dental, and vision insurance, generous paid time off, a 401(k) profit-sharing plan with a generous company match, pet insurance, and employer-paid life insurance. Additionally, we provide tuition reimbursement, on-demand learning, and career progression opportunities, along with an employee discount from Day 1 and exclusive partner discounts. We also offer a comprehensive benefits package, including a 401(k) profit-sharing plan with a generous company match, pet insurance, and employer-paid life insurance.

Pay

Expected Base Pay: Not Including Potential Commissions, Incentive, Bonus, etc. Opportunities: $20+/hour based on experience level

Schedule

This position operates in a customer contact-center environment and requires consistent communication—written, verbal, and phone-based—with both internal and external stakeholders.